Page 8 - AeM_May_2019

RESEARCH, ANALYSIS & TRENDS

Three good reasons why

AI is useful for CX

Call center companies are increasingly making use of customers have written, AI can easily filter out any key
voice-bots to avoid playing back-up music when being in statements. Whether surveys, reviews, social media
a caller queue, in order to improve that way their posts, or call center protocols, Natural Language
customer communication and eventually the customer Processing (NLP) allows to analyze text messages
experience (CX). In doing so, they rely on artificial written in free text so that you can explore what
intelligence (AI). customers think of your products, prices, features, or
your brand as a whole. For certain scenarios, even
Earlier than many others, CX executives recognized the automated answers can be produced, such as when
potential of AI and used it to better serve their responding to negative posts in social media. That way,
customers. After all, customer experience is all about you can learn more about the problem and fix it
one thing, namely using new technologies to serve the instantaneously. AI can simply do much more than just
customers and make their life easier. IT analysts at collect and apply feedback: it can help you to go one
Gartner even predict that by 2020, CX will have the step further so that you are able to provide each
largest share of the AI market and provide a few good customer with a unique experience using historical and
reasons why they expect that:
behavioral data. No matter if it is about new offers,
product recommendations or a home page tailored to
AI is always on the spot: there is no CX-friendlier
technology than the chatbot, which is available for your the users’ interests: AI means that we no longer need
customers 24 hours a day and solves any problem, no to ask customers what they want, since we can find this
matter when it occurs. But that's not all: by analyzing the out for ourselves and relieve them of providing
answers. At the same time, AI increases brand loyalty
customer interaction involved, you will learn how to solve
larger problems and improve the customer experience and customer satisfaction. By using predictive
for future customers. With chatbots, limited call center modeling, we can identify problems in advance and
service times, queuing music, and automated prevent customers from emigrating by increasing their
satisfaction and loyalty.
announcements such as "Your concern is important to
us", are finally a thing of the past. When used in the right AI makes every single interaction smarter: with AI,
way, artificial intelligence can be a real eye-opener for customer interactions and conversations with
the customer. customers can be embedded in a diverse data context
and linked to millions of other interactions. For
AI understands what customers think, feel, and
want: out of millions of words that current or potential example, the customer does not have to re-explain
8 May 2019 - Artificial Intelligence (AI) & Chatbots in Marketing